Complaints

THE LOCAL AUTHORITY SOCIAL SERVICES AND NATIONAL HEALTH SERVICE COMPLAINTS (ENGLAND) REGULATIONS 2009

This statutory instrument identifies the legal basis for complaints procedures in England. The policies established by CCGs must comply with these regulations. It explains the minimum requirements for investigations and responses. (Annotated document)

WEST HAMPSHIRE CCG: POLICY FOR THE MANAGEMENT OF COMPLAINTS

This policy describes the controls in place to manage, investigate and resolve complaints within West Hampshire CCG. It applies to all NHS Continuing Healthcare cases hosted in Hampshire by West Hampshire CCG. (Annotated document)

WEST HAMPSHIRE CCG: REMEDY AND REDRESS POLICY

This is Appendix 5 of the West Hampshire Policy for the Management of Complaints. It provides the guidelines for providing fair and proportionate remedies and redress in customer service and complaints handling. (Annotated document)

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN: PRINCIPLES OF GOOD COMPLAINT HANDLING

This document is referenced by West Hampshire CCG for complaints handling and is based upon the statutory regulations. The Principles are intended to promote a shared understanding of what is meant by good complaint handling. (Annotated document)

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN: AUDIO RECORDINGS AND THEIR USE IN NHS COMPLAINTS RESOLUTIONS

This document provides a very useful statement on the role of the Parliamentary and Health Service Ombudsman. It states that, in most cases, the PHSO cannot lawfully investigate a complaint until the CCG has fulfilled its statutory requirements for complaints handling.

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